Discover the step-by-step solution to configure caller ID options for Microsoft Teams call queues, allowing help desk agents to choose between personal and resource account IDs.
Table of Contents
Question
You have a Microsoft Teams Phone deployment.
You create a call queue named HelpDesk. All users in the help desk department are added to the queue.
You need to ensure that when a help desk department user makes an outbound call, the user will have the option of using their calling ID or the caller ID of the specific resource account.
What should you do?
Select only one answer.
A. Assign a calling ID to the HelpDesk call queue.
B. Configure a calling policy.
C. Configure outbound call restrictions.
D. Create a caller ID policy.
Answer
To enable help desk users to choose between their personal caller ID and the resource account’s caller ID for outbound calls, you should create a custom caller ID policy (Option D).
A. Assign a calling ID to the HelpDesk call queue.
Explanation
The only option that will give the user the option to dial out as the help desk is a calling ID in the call queue. Caller ID policies will affect all calls, and the other answers are unrelated distractors.
- Create a custom caller ID policy in the Teams admin center under Voice > Caller ID policies.
- Set “Replace the caller ID with” to the resource account linked to the HelpDesk call queue. This ensures the resource account’s number is the default outbound caller ID.
- Enable “Override the caller ID policy” in the policy settings. This allows users to toggle between the resource account’s ID and their personal number directly in the Teams client during outbound calls.
- Assign the custom policy to help desk users via group policy assignment. This ensures only the targeted department has the flexibility to switch caller IDs without affecting other users.
Why Other Options Are Incorrect
A. Assign a calling ID to the HelpDesk call queue: While assigning a resource account to the queue provides a default caller ID, it doesn’t grant users the option to switch between IDs without additional policy configuration.
B. Configure a calling policy: Calling policies govern features like call forwarding or delegation, not caller ID substitution.
C. Configure outbound call restrictions: These limit dialing permissions (e.g., international calls) and do not affect caller ID settings.
By implementing a caller ID policy with override permissions, you ensure compliance with the requirement while maintaining flexibility for agents.
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